This document discusses proactive customer service and provides strategies for organizations to implement proactive customer service practices. It outlines a 3-part strategic framework that includes [1] defining an organizational mission and aligning processes, [2] obtaining customer feedback, and [3] training staff in customer service skills. The document recommends creating surveys, satisfaction calls, and sales calls to obtain customer feedback. It also recommends providing orientation and ongoing training to ensure all staff have the necessary customer service skills. The goal is to create a customer-focused culture and strategic framework to delight customers and generate revenue.
PSA operates the world's largest container transhipment hub in Singapore, playing a pivotal role in connecting global economies. It is expanding its operations with a $3.5 billion investment. A career at PSA offers learning, rewards, and opportunities for growth. PSA values its employees and provides benefits, training programs, and internship opportunities to develop successful people and support a successful business.
The document discusses the performance and well-being in workspaces. It covers the history of the company from 2003-2016 working in offices, schools, and hotels. It discusses why performance and well-being in workspaces is important for employee engagement, success, and happiness. It also discusses how workspace design can be used to convey a company's culture and values to employees.
GP Strategies Infographic - Training for Leaders of Technical ProfessionalsGP Strategies Corporation
The document discusses training and development needs for leaders of technical professionals. It finds that many learning leaders say their organizations do not offer specialized training for technical leaders. However, effective organizations invest 146% more in training for technical leaders than ineffective organizations. The document also examines the unique challenges technical leaders face, their preferred learning methods, and skills needed for technical leadership roles. It concludes that learning leaders must understand technical leaders' needs to design effective continuous training programs.
The document discusses the history and evolution of various means of transportation over time from ancient to modern times. It describes early land transports like chariots and carts pulled by animals and how they evolved into modern vehicles like bikes, cars, and motorbikes powered by engines. It also outlines the progression of sea transports from canoes to advanced ships powered by sails, steam, and diesel engines. The document concludes by categorizing different types of transports based on their use for land, sea, and air as well as for urban and intercity travel.
Group 1 members are Akshay Samant (Roll No. 04) and Harshita Deotare (Roll No. 19). Transportation is the movement of items from one place to another and is crucial for logistics. It allows for the efficient movement of goods and impacts areas through its speed, costs, and capabilities. Different modes of transportation like rail, road, water, and air each have their own advantages and disadvantages.
The document describes a transportation problem and its solution. A transportation problem aims to minimize the cost of distributing goods from multiple sources to multiple destinations, given supply and demand constraints. It describes the basic components and phases of solving a transportation problem, including obtaining an initial feasible solution and then optimizing the solution using methods like the stepping stone method. The stepping stone method traces paths between cells on the transportation table to find negative cost cycles, and adjusts values to further optimize the solution.
The document discusses the history and impact of climate change over the past century. It notes that global temperatures and sea levels have risen significantly, with increasing impacts including more extreme weather events, wildfires, and bleaching of coral reefs. The causes are attributed to human-driven increases in greenhouse gas emissions like carbon dioxide and methane in the atmosphere.
PSA operates the world's largest container transhipment hub in Singapore, playing a pivotal role in connecting global economies. It is expanding its operations with a $3.5 billion investment. A career at PSA offers learning, rewards, and opportunities for growth. PSA values its employees and provides benefits, training programs, and internship opportunities to develop successful people and support a successful business.
The document discusses the performance and well-being in workspaces. It covers the history of the company from 2003-2016 working in offices, schools, and hotels. It discusses why performance and well-being in workspaces is important for employee engagement, success, and happiness. It also discusses how workspace design can be used to convey a company's culture and values to employees.
GP Strategies Infographic - Training for Leaders of Technical ProfessionalsGP Strategies Corporation
The document discusses training and development needs for leaders of technical professionals. It finds that many learning leaders say their organizations do not offer specialized training for technical leaders. However, effective organizations invest 146% more in training for technical leaders than ineffective organizations. The document also examines the unique challenges technical leaders face, their preferred learning methods, and skills needed for technical leadership roles. It concludes that learning leaders must understand technical leaders' needs to design effective continuous training programs.
The document discusses the history and evolution of various means of transportation over time from ancient to modern times. It describes early land transports like chariots and carts pulled by animals and how they evolved into modern vehicles like bikes, cars, and motorbikes powered by engines. It also outlines the progression of sea transports from canoes to advanced ships powered by sails, steam, and diesel engines. The document concludes by categorizing different types of transports based on their use for land, sea, and air as well as for urban and intercity travel.
Group 1 members are Akshay Samant (Roll No. 04) and Harshita Deotare (Roll No. 19). Transportation is the movement of items from one place to another and is crucial for logistics. It allows for the efficient movement of goods and impacts areas through its speed, costs, and capabilities. Different modes of transportation like rail, road, water, and air each have their own advantages and disadvantages.
The document describes a transportation problem and its solution. A transportation problem aims to minimize the cost of distributing goods from multiple sources to multiple destinations, given supply and demand constraints. It describes the basic components and phases of solving a transportation problem, including obtaining an initial feasible solution and then optimizing the solution using methods like the stepping stone method. The stepping stone method traces paths between cells on the transportation table to find negative cost cycles, and adjusts values to further optimize the solution.
The document discusses the history and impact of climate change over the past century. It notes that global temperatures and sea levels have risen significantly, with increasing impacts including more extreme weather events, wildfires, and bleaching of coral reefs. The causes are attributed to human-driven increases in greenhouse gas emissions like carbon dioxide and methane in the atmosphere.
As a single teacher cannot teach you all the subjects, a single idea cannot make you well established in the industry world. To stay stable and touch heights in the sky, you should have a knowledge of industry and marketing strategies. A Business plan writer provides all the facilities including the business planning, finance modeling, market research & analysis, marketing plan & strategy, bookkeeping & accounting, pitch deck & storyboards and the list goes on...
Five Tips to Build a High Performance Agile Marketing TeamNicholas Muldoon
Agile Marketing is a rocket ready for lift off! For years software development teams have improved and honed their agile skills helping them deliver more value to their customers more frequently. Delivering more value to your customers, more frequently, is key to scaling your own company.
Learn how marketing teams across the globe are adopting agile practices to deliver campaigns that are more targeted and result in higher engagement. Use these five tips to effectively scale a marketing team to respond to opportunities as they arise, not months after.
Presented on January 30th at the Integrated Marketing Summit 2014 in San Diego.
Learn how growing your customer list is a key to success. You will learn why it is important for your business to focus on building lists as well as how to increase customer retention.
Welcome to Course Conductor - Our StoryCraig Kilford
This is a story about our Course Conductor beliefs and why we are here. It describes the value we add to the world, by increasing training ROI for training buyers and growth for the best professional training vendors and trainers.
For great training vendors and trainers that are interested in growing their business, you are welcome to connect with Course Conductor here: https://courseconductor.com/great
A Snapshot of SIOP 2016 Part 5: SIOP Bonus CoverageI/O at Work
I/O at Work is releasing a series of presentations that discuss the “What you need to know” from this year’s SIOP conference. We’ve grouped these key takeaways into four topics: Employee Success, Business Success, Fairness, Diversity, & a bonus SIOP coverage. This is the last installment discussing presentations around the various topics including data analysis, workplace surveys, and social media.
Empowering Front Line Employees for IQPC Ottawa 2002Bruce Waltuck
The document discusses empowering front line workers at the U.S. Department of Labor through the Employee Involvement and Quality Improvement (EIQI) partnership system. It describes how EIQI aimed to empower employees by giving them meaningful input into decisions that affect them through team-based problem solving and labor-management partnerships. However, the empowerment achieved through EIQI declined over time as leadership changed and new leaders were less supportive of the collaborative approach. While some elements of empowerment continue, the full EIQI system that once existed with widespread empowerment is no longer in place.
Can IT leaders deliver on the strategic potential of emerging IT? LeadGroup
Africa's IT and business climate is changing rapidly, creating new opportunities and challenges. Africa is experiencing a booming technological and consumer revolution, with expected growth in consumer-facing industries of $400 billion by 2020. To understand if Africa's IT leaders are ready to capitalize on these opportunities, IBM surveyed 180 IT decision makers across several African countries. The survey revealed a technology adoption gap, but some "Pacesetters" are bridging this gap by focusing on strategic business leadership, IT skills development, and security maturity. The document discusses how Africa's IT leaders can deliver on the strategic potential of emerging technologies.
Africa's IT and business climate is changing rapidly, creating new opportunities and challenges. Africa is experiencing a booming technological and consumer revolution, with expected growth in consumer-facing industries of $400 billion by 2020. To understand if Africa's IT leaders are ready to capitalize on these opportunities, IBM surveyed 180 IT decision makers across several African countries. The survey revealed a technology adoption gap, but some "Pacesetters" are bridging this gap by focusing on strategic business leadership, IT skills development, and security maturity. The document discusses how Africa's IT leaders can deliver on the strategic potential of emerging technologies.
abode1st interiors makes architecture visually appealing, comfortable, spacious, efficient & a joy to be in. We have designed multiple spaces, in and around India and USA.
Create Success With Analytics: A Guide to Designing Delightful DashboardsAggregage
We’ve all seen the increasing industry trend of artificial intelligence and big data analytics. In a world of information overload, it's more important than ever to have a dashboard that provides data that's not only interesting but actually relevant and timely.
Dashboards assist decision makers facilitate new ideas and business opportunities, increase customer approval rates, and analyze current business process. All of these activities play a vital role in providing the superior experience your customers demand.
Create Success With Analytics: A Guide to Designing Delightful Dashboards Hannah Flynn
We’ve all seen the increasing industry trend of artificial intelligence and big data analytics. In a world of information overload, it's more important than ever to have a dashboard that provides data that's not only interesting but actually relevant and timely.
Dashboards assist decision makers facilitate new ideas and business opportunities, increase customer approval rates, and analyze current business process. All of these activities play a vital role in providing the superior experience your customers demand.
TMTR specializes in end to end workforce talent management solutions. This is a short introduction story of how we can support you!!! For all for your people development needs please feel free to contact us at +91 20 26134991, 26050706 or mail us at - peopledevelopment@tmtrsolutions.com
The document provides an executive summary and recommendations for restructuring Fast Cat's internal structure and compensation plan. It suggests maintaining a flexible structure with three job families: Management, Specialists, and Administrative/Support. It proposes an egalitarian pay structure to encourage innovation, equal pay for equal work, and align pay with performance. Market pay data from competitors is analyzed to guide Fast Cat's pay structure and grades. The goal is to attract and retain top talent while remaining competitive in the industry.
Fullscreen Digital - Retail business optimization solutionsFullscreen Digital
This document describes a retail business optimization company that provides digital transformation services including content management, social media management, mobile apps, and proprietary software solutions. The company's in-store retail analytics solution uses Wi-Fi to track customer behavior and locations in stores. This data is then used to target customers with personalized digital ads and promotions. The company also offers a white-label mobile app to further engage customers.
- Appstrail is a technology consulting firm focused on digital engagement, experience, and enablement. It provides services like Salesforce implementation, integration, adoption and training.
- The company's products include Sales10X, a sales performance tool built on Salesforce, and Appstrail Connector, which integrates Tally ERP and Salesforce CRM.
- The internship involved market research on Appstrail Connector, developing marketing collaterals, and executing a product launch plan. The intern gained experience in areas like content writing, social media marketing, and the Salesforce ecosystem.
Matic technology website development and digital marketing companyMatic Technology
India's trusted website development, website designing, app store optimization and digital marketing company. We provide perfect services that are really diverse in IT fields. The team we have is highly dedicated, reliable and skilled which makes our services highly productive. For detailed information about our services please visit our website www.matictechnology.com
Local experience with Global Vision provides industrial consultancy services with 26 years of experience. They specialize in areas like industrial marketing, business development, engineering, and project management. They aim to provide local experience with a global vision and capabilities. They have offices in Saudi Arabia, Bahrain, Kuwait, Lebanon, Oman, UAE, Egypt, and will be opening an office in Cyprus. Their experienced team and wide range of services allow them to successfully complete projects for clients like Sabic, Maaden, and Barrick Copper Company.
Customers demand individualized and engaging experiences. So when you understand your customer’s journey and take a customer-first approach to marketing, it’s a win-win. This interactive session will give you an in-depth view into the world of CX, as well as simple strategies to get started in building a CX program and becoming your customer’s advocate.
Elevated.com's 2018 General Capabilities Deck-We are growing!!Chris Snook
We have grown in capabilities for 2018. Elevated.com is a full service digital and customer experience marketing agency. Our current capabilities and several relevant case studies are a good starting point to understand the focus and depth of our service offerings and current capabilities. We work with B2C and B2B brands operating in an omni-channel world and seeking to put the customer in the center of their strategy.
This document summarizes a presentation about import security filing requirements. It discusses the differences between the existing 24-hour advanced cargo rule and the new 10+2 rule, highlighting additional data elements required. It also outlines challenges carriers, freight forwarders, and importers may face in providing the additional data to US Customs. Finally, it provides an overview of the experience of one software provider in facilitating import security filings for its clients over the past year, with filing accuracy increasing from 39% to 94% as the process was refined.
The document discusses the Port of Virginia's 2040 Master Plan to accommodate projected growth in containerized cargo over the next 20 years. The plan includes $2.88 billion in investments for new and expanded marine terminals, dredging, and other infrastructure projects. This level of investment is needed to handle the projected doubling of container volumes and shift to larger ships. The goal is to sustain the Port's role in Virginia's economy by facilitating cargo growth and creating tens of thousands of jobs and billions in annual economic impact.
As a single teacher cannot teach you all the subjects, a single idea cannot make you well established in the industry world. To stay stable and touch heights in the sky, you should have a knowledge of industry and marketing strategies. A Business plan writer provides all the facilities including the business planning, finance modeling, market research & analysis, marketing plan & strategy, bookkeeping & accounting, pitch deck & storyboards and the list goes on...
Five Tips to Build a High Performance Agile Marketing TeamNicholas Muldoon
Agile Marketing is a rocket ready for lift off! For years software development teams have improved and honed their agile skills helping them deliver more value to their customers more frequently. Delivering more value to your customers, more frequently, is key to scaling your own company.
Learn how marketing teams across the globe are adopting agile practices to deliver campaigns that are more targeted and result in higher engagement. Use these five tips to effectively scale a marketing team to respond to opportunities as they arise, not months after.
Presented on January 30th at the Integrated Marketing Summit 2014 in San Diego.
Learn how growing your customer list is a key to success. You will learn why it is important for your business to focus on building lists as well as how to increase customer retention.
Welcome to Course Conductor - Our StoryCraig Kilford
This is a story about our Course Conductor beliefs and why we are here. It describes the value we add to the world, by increasing training ROI for training buyers and growth for the best professional training vendors and trainers.
For great training vendors and trainers that are interested in growing their business, you are welcome to connect with Course Conductor here: https://courseconductor.com/great
A Snapshot of SIOP 2016 Part 5: SIOP Bonus CoverageI/O at Work
I/O at Work is releasing a series of presentations that discuss the “What you need to know” from this year’s SIOP conference. We’ve grouped these key takeaways into four topics: Employee Success, Business Success, Fairness, Diversity, & a bonus SIOP coverage. This is the last installment discussing presentations around the various topics including data analysis, workplace surveys, and social media.
Empowering Front Line Employees for IQPC Ottawa 2002Bruce Waltuck
The document discusses empowering front line workers at the U.S. Department of Labor through the Employee Involvement and Quality Improvement (EIQI) partnership system. It describes how EIQI aimed to empower employees by giving them meaningful input into decisions that affect them through team-based problem solving and labor-management partnerships. However, the empowerment achieved through EIQI declined over time as leadership changed and new leaders were less supportive of the collaborative approach. While some elements of empowerment continue, the full EIQI system that once existed with widespread empowerment is no longer in place.
Can IT leaders deliver on the strategic potential of emerging IT? LeadGroup
Africa's IT and business climate is changing rapidly, creating new opportunities and challenges. Africa is experiencing a booming technological and consumer revolution, with expected growth in consumer-facing industries of $400 billion by 2020. To understand if Africa's IT leaders are ready to capitalize on these opportunities, IBM surveyed 180 IT decision makers across several African countries. The survey revealed a technology adoption gap, but some "Pacesetters" are bridging this gap by focusing on strategic business leadership, IT skills development, and security maturity. The document discusses how Africa's IT leaders can deliver on the strategic potential of emerging technologies.
Africa's IT and business climate is changing rapidly, creating new opportunities and challenges. Africa is experiencing a booming technological and consumer revolution, with expected growth in consumer-facing industries of $400 billion by 2020. To understand if Africa's IT leaders are ready to capitalize on these opportunities, IBM surveyed 180 IT decision makers across several African countries. The survey revealed a technology adoption gap, but some "Pacesetters" are bridging this gap by focusing on strategic business leadership, IT skills development, and security maturity. The document discusses how Africa's IT leaders can deliver on the strategic potential of emerging technologies.
abode1st interiors makes architecture visually appealing, comfortable, spacious, efficient & a joy to be in. We have designed multiple spaces, in and around India and USA.
Create Success With Analytics: A Guide to Designing Delightful DashboardsAggregage
We’ve all seen the increasing industry trend of artificial intelligence and big data analytics. In a world of information overload, it's more important than ever to have a dashboard that provides data that's not only interesting but actually relevant and timely.
Dashboards assist decision makers facilitate new ideas and business opportunities, increase customer approval rates, and analyze current business process. All of these activities play a vital role in providing the superior experience your customers demand.
Create Success With Analytics: A Guide to Designing Delightful Dashboards Hannah Flynn
We’ve all seen the increasing industry trend of artificial intelligence and big data analytics. In a world of information overload, it's more important than ever to have a dashboard that provides data that's not only interesting but actually relevant and timely.
Dashboards assist decision makers facilitate new ideas and business opportunities, increase customer approval rates, and analyze current business process. All of these activities play a vital role in providing the superior experience your customers demand.
TMTR specializes in end to end workforce talent management solutions. This is a short introduction story of how we can support you!!! For all for your people development needs please feel free to contact us at +91 20 26134991, 26050706 or mail us at - peopledevelopment@tmtrsolutions.com
The document provides an executive summary and recommendations for restructuring Fast Cat's internal structure and compensation plan. It suggests maintaining a flexible structure with three job families: Management, Specialists, and Administrative/Support. It proposes an egalitarian pay structure to encourage innovation, equal pay for equal work, and align pay with performance. Market pay data from competitors is analyzed to guide Fast Cat's pay structure and grades. The goal is to attract and retain top talent while remaining competitive in the industry.
Fullscreen Digital - Retail business optimization solutionsFullscreen Digital
This document describes a retail business optimization company that provides digital transformation services including content management, social media management, mobile apps, and proprietary software solutions. The company's in-store retail analytics solution uses Wi-Fi to track customer behavior and locations in stores. This data is then used to target customers with personalized digital ads and promotions. The company also offers a white-label mobile app to further engage customers.
- Appstrail is a technology consulting firm focused on digital engagement, experience, and enablement. It provides services like Salesforce implementation, integration, adoption and training.
- The company's products include Sales10X, a sales performance tool built on Salesforce, and Appstrail Connector, which integrates Tally ERP and Salesforce CRM.
- The internship involved market research on Appstrail Connector, developing marketing collaterals, and executing a product launch plan. The intern gained experience in areas like content writing, social media marketing, and the Salesforce ecosystem.
Matic technology website development and digital marketing companyMatic Technology
India's trusted website development, website designing, app store optimization and digital marketing company. We provide perfect services that are really diverse in IT fields. The team we have is highly dedicated, reliable and skilled which makes our services highly productive. For detailed information about our services please visit our website www.matictechnology.com
Local experience with Global Vision provides industrial consultancy services with 26 years of experience. They specialize in areas like industrial marketing, business development, engineering, and project management. They aim to provide local experience with a global vision and capabilities. They have offices in Saudi Arabia, Bahrain, Kuwait, Lebanon, Oman, UAE, Egypt, and will be opening an office in Cyprus. Their experienced team and wide range of services allow them to successfully complete projects for clients like Sabic, Maaden, and Barrick Copper Company.
Customers demand individualized and engaging experiences. So when you understand your customer’s journey and take a customer-first approach to marketing, it’s a win-win. This interactive session will give you an in-depth view into the world of CX, as well as simple strategies to get started in building a CX program and becoming your customer’s advocate.
Elevated.com's 2018 General Capabilities Deck-We are growing!!Chris Snook
We have grown in capabilities for 2018. Elevated.com is a full service digital and customer experience marketing agency. Our current capabilities and several relevant case studies are a good starting point to understand the focus and depth of our service offerings and current capabilities. We work with B2C and B2B brands operating in an omni-channel world and seeking to put the customer in the center of their strategy.
Similar to Proactive Customer Service 1 16 04 (20)
This document summarizes a presentation about import security filing requirements. It discusses the differences between the existing 24-hour advanced cargo rule and the new 10+2 rule, highlighting additional data elements required. It also outlines challenges carriers, freight forwarders, and importers may face in providing the additional data to US Customs. Finally, it provides an overview of the experience of one software provider in facilitating import security filings for its clients over the past year, with filing accuracy increasing from 39% to 94% as the process was refined.
The document discusses the Port of Virginia's 2040 Master Plan to accommodate projected growth in containerized cargo over the next 20 years. The plan includes $2.88 billion in investments for new and expanded marine terminals, dredging, and other infrastructure projects. This level of investment is needed to handle the projected doubling of container volumes and shift to larger ships. The goal is to sustain the Port's role in Virginia's economy by facilitating cargo growth and creating tens of thousands of jobs and billions in annual economic impact.
The document discusses the 10+2 Importer Security Filing program which requires importers to submit 10 specific data elements about the goods being imported, plus 2 additional elements related to the carrier. It provides instructions for submitting the Importer Security Filing by entering customer and shipment details, saving the bill, opening the ISF screen, submitting the filing, checking the response, viewing errors if rejected, and sending amendments.
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The document outlines the export and import documentation processes for Inchcape Central Documentation. It discusses establishing principal-specific teams to improve service quality, communication, and focus on customers. Key initiatives for 2001 include centralizing remaining business, implementing performance metrics, migrating to the WTS system, standardizing processes and reporting, developing a customer satisfaction program, and focusing on an HR-driven culture. Central documentation issues to address are service quality, performance management, morale, training, centralization, productivity, and systems efficiencies.
The document describes a training and placement model established in 2004 in Hampton Roads, Virginia to address workforce needs in the port industry. It provides a 5-day training course called "Basic Shipping 101" to create a trained workforce. The course gives an overview of the standard ocean shipping process and includes field trips. It has trained over 175 people in the last three years, with 45 entering the shipping industry. The program aims to control business costs for companies by addressing labor needs through a collaborative training initiative.
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1. PROACTIVE CUSTOMER SERVICE
“T A K I N G Y OU R OR GA N I Z A T I ON T O T H E
B E N C H M A R K LE V E L”
WTS AGENCIES Inc
2. What is Proactive Customer Service?
Vision
“Provide service that delights customers
as well as generates extra revenue and
relationship “hooks” with new and existing
customers”
WTS AGENCIES Inc
3. Characteristics of Proactive Customer Service
o O n e S t o p S h o p p in g f o r C u s t o m e r s
g C u s t o m e r D e lig h t
g A t t e n t io n t o t h e D e t a ils
M u lt i-F u n c t io n a l S e r v ic e S t a f f
A s k f o r E x t r a S e r v ic e s - U p - s e llin g
r F o llo w u p S a t is f a c t io n
a E xtre me E mp o w e rme nt
e A c c o u n t a b ilit y a n d R e s p o n s ib ilit y
n P r o b le m s a r e O p p o r t u n it ie s
o S t a f f S a t is f a c t io n a n d D e v e lo p m e n t
WTS AGENCIES Inc
4. Creating and Enhancing those “Moments of Truth”
CUSTOMER STRATEGIC
FEEDBACK FRAMEWORK
• Mission/Vision
• Surveys
• Organizational
• Satisfaction Calls
Behaviors
• Sales Calls • Strategic Initiatives
(Delight)
LOYALTY
CUSTOMER
SERVICE
SKILLS
Training Testing
WTS AGENCIES Inc
Evaluation & Improvement
5. Strategic Framework
M i s s i o n /V i s i o n - D o e s y o u r o r g a n i z a t i o n
h a v e a m is s io n a n d v is io n f o r it s c u r r e n t
b u s in e s s a n d it s f u t u r e ? H a s y o u r
o r g a n iz a t io n c le a r ly d e f in e d w h a t it
d o e s ? D o e s yo u r s ta ff u n d e r s ta n d
t h e s e ? D o a ll w o r k p r o c e s s e s a n d
p ro c e d u re s , c o m p a n y p e rfo rm a n c e
m e a s u r e s a lig n t o t h e o r g a n iz a t io n a l
m is s io n a n d v is io n ?
O r g a n iz a t io n a l B e h a v io r s - H a s y o u r
c o m p a n y d e f in e d t h e b e h a v io r s it
d e s ir e s t h r o u g h o u t t h e o r g a n iz a t io n ?
H o w d o e s y o u r o r g a n iz a t io n p r o m o t e
a n d e n c o u r a g e t h o s e b e h a v io r s ?
6. Customer Feedback
S u r v e y s - G iv e y o u r c u s t o m e r s t h e
o p p o r t u n it y t o g iv e y o u f e e d b a c k
S a le s C a lls - E n s u r e e a c h s a le s c a ll a s k s
t h e q u e s t io n s “ H o w is o u r s e r v ic e ? ”
“ H o w c a n w e im p r o v e ? ”
S a t is f a c t io n C a lls - F o llo w u p o n o r d e r s
a n d is s u e s t o e n s u r e c o m p le t e c lo s u r e
R e v e n u e a n d P e r f o r m a n c e - R e v ie w
c o m p a n y p e r f o r m a n c e t o s p o t p o s s ib le
s a t is f a c t io n is s u e s
7. Customer Service Skills
How do you know what skills are needed?
Define and understand what Quality Service is
Define your customers. (Internal and External..every position
has at least one of each)
Define what your Internal and External customers
requirements are
Define the skills and processes needed to achieve those
requirements
Measure your performance - If you cannot measure it, you
cannot manage it, period!
8. Customer Service - The Next Level
T h is m u lt i-le v e l a p p r o a c h is b a s e d
o n 3 s u c c e s s fa c to rs :
C r e a t e a s t r a t e g ic f r a m e w o r k t h a t
a lig n s t h e e n t ir e o r g a n iz a t io n in a
c u s t o m e r f o c u s e d d ir e c t io n w h ile
p r o v id in g a s t r u c t u r e d p r o c e s s f o r
p r o d u c t iv e c h a n g e .
S e t u p a c u s to m e r fe e d b a c k p ro g ra m
t o a s s e s s t h e o r g a n iz a t io n ' s
e f f e c t iv e n e s s in m e e t in g t h e n e e d s o f
it s c u s t o m e r s .
C r e a t e a d eWTSe GENCIES Inc e n t p r o g r a m t h a t
v A lo p m
t r a in s c u s t o m e r s e r v ic e s k ills f o r a ll
9. Creating a Strategic Framework
1. Defined your business
– What are your core competencies?
– Who are your customers and what are their most critical
requirements?
– What are your most critical work processes and what are the
critical performance measures needed to manage those
requirements
2. Radical improvement - Defining and Aligning your organization
– simplify, combine, eliminate, automate
– create new cross-boundary tasks
3. Technology -
– Take advantage of appropriate technology to support new ways
of doing business and measuring performance
4. COMMUNICATE, COMMUNICATE, COMMUNICATE!
10. Obtaining Satisfaction Feedback
T h e k e y is t o a s k ! D o n o t b e a f r a id t o
a s k in t e r n a l a n d e x t e r n a l c u s t o m e r s
h o w t h e y f e e l y o u c a n im p r o v e
C r e a t e d if f e r e n t c o m m u n ic a t io n t o o ls
f o r a ll c u s t o m e r s
D e v e lo p a p r o c e s s t o o b t a in in g t h e
in f o r m a t io n , r e p o r t in g it , p r e s e n t in g t o
t h o s e w h o a r e a c c o u n t a b le a n d
e n s u r e p r o p e r a c t io n is t a k e n
R e p o r t t h e in f o r m a t io n g a t h e r e d t o
t h o s e w h o g a v e it t o s h o w y o u r
c o m m it m e n t t o t h e ir s a t is f a c t io n
In c lu d e a n a n a ly s is o f w h a t y o u
c o n c lu d e d a n d t h e a c t io n p la n
11. Customer Service Skills Training
E v e r y o n e in y o u r o r g a n iz a t io n h a s
c u s t o m e r s s o , p r o v id e o r ie n t a t io n
t r a in in g t o a ll s t a f f
E n s u r e t r a in in g a d d r e s s e s t h e
m in im u m r e q u ir e m e n t s o f s k ills f o r a ll
e m p lo y e e s
C r e a t e a t o t a l c u s t o m e r s e r v ic e
c u lt u r e
S t r e s s t h e im p o r t a n c e o f IN T E R N A L
C u s t o m e r s a t is f a c t io n , n o t ju s t
e x t e r n a l c u s t o m e r s a t is f a c t io n
S e t a s id e t im e a n d b u d g e t e x p e n s e t o
t r a in e a c h y e a r . L o y a lt y is n o t
s o m e t h in g t h a t s t a y s w h e n r e v e n u e is
12. Orientation Training - Starting Point
QUALITY SERVICE SKILLS
(All Staff)
ropos e d
Approa c h
MASTERY TESTING
A ll S t a f f (Demonstration and Ongoing Knowledge of Skill Requirements)
QUALITY SERVICE SKILLS COACHING
(Team Leaders, Managers, Leadership)
MASTERYInc
WTS AGENCIES TESTING
(Demonstration and Ongoing Knowledge of Skill Requirements)
13. S E R V IC E
L E A D E R S H IP S K IL L S
P R O V ID E R
Listening
Questioning
Building Rapport
Upselling
Daily
Offering Service
Coaching
Skills Consistency
Continuity
Follow Through
Trust
Commitment
IN S ID E S E R V IC E
P R O V ID E R
WTS AGENCIES Inc
14. Post Orientation Training
Service Staff - ACHIEVING
EXTRAORDINARY
SERVICE
OPPORTUNITIES
Program D CUSTOMER RELATIONS
(Post Orientation)
Inside Service Staff - INSIDE
SERVICE
Program C
(Post Orientation)
ACHIEVING MOTIVATING FOR
Management -
KEEPING THE
EXTRAORDINARY EXTRAORDINARY
SKILLS ALIVE
CUSTOMER RELATIONS SERVICE
Program B (Fully Competent or Value Added)
Leadership - MANAGING
EXTRAORDINARY
Program A WTS AGENCIES Inc
SERVICE
(Based on Need)
15. Managing Customer Experiences
L E A D E R S H IP MANAGEMENT S E R V IC E C U S TO M E R S
P R O V ID E R
Program
D
Program Program
A B
IN S ID E
S E R V IC E
S E R V IC E
Program
V IS IO N & C O A C H IN G
L E A D E R S H IP P R O V ID E R S C
S K IL L S
WTS AGENCIES Inc
16. How do you get started?
D e t e r m in e y o u r c u s t o m e r s
r e q u ir e m e n t s f o r s e r v ic e s t a n d a r d s
a n d q u a lit y o f s e r v ic e - W h a t a r e t h e
V it a l F e w it e m s t o y o u r c u s t o m e r s ’
s a t is f a c t io n a n d lo n g t e r m r e la t io n s h ip
D e v e lo p a n d Im p le m e n t O r g a n iz a t io n a l
V is io n a n d M is s io n - S h o u ld b e b a s e d
o n t h e d a t a g a t h e r e d in s t e p 1
A s s e s s t h e o r g a n iz a t io n - A g a in s t t h e
C u s t o m e r s R e q u ir e m e n t s a n d t h e
o r g a n iz a t io n s v is io n a n d m is s io n
D e v e lo p a r e a s o f s ig n if ic a n t g a p -
P r io r it iz e b a s e d o n w h a t is c r it ic a l t o
y o u r c u s t o m e AGENCIES Inc
WTS
rs .
D e v e lo p a n a c t io n p la n t o a d d r e s s
17. Who can help?
W T S A g e n c i e s h a s o v e r 15 y e a r s o f
e x p e r ie n c e in t r a in in g , s t a f f in g a n d
q u a lit y s e r v ic e d e v e lo p m e n t
W T S A g e n c ie s is t h e t o p o u t s o u r c in g
p a r t n e r o f t h e s h ip p in g a n d
t r a n s p o r t a t io n in d u s t r y
W T S A g e n c ie s h a s c o n s u lt a n t
s e r v ic e s , t r a in in g a n d s t a f f in g